Manager, IT Core Banking Support

Citadel Credit Union•Uwchlan Township, PA

12d

About The Position

The Manager of IT Core Banking Support is a hands-on leader responsible for the support, stability, modernization, and optimization of Citadel’s core banking platform. The primary responsibility of this position is to manage and drive core banking system operations to ensure operational excellence through consistent and effective services delivery and continuous improvement. The responsibilities of the role also include business analysis and requirements gathering, application testing, report development, and management of service level agreements with application vendors. This role will lead the team to build and standardize the methodologies required to operate and support the production environments and develop staff to identify opportunities to improve the functionality and reliability of our solutions, ensuring that they are aligned to support Citadel’s ability to successfully meet its business objectives. This position also has frequent interaction with internal customers, direct reports, peers, and independent vendors.

Requirements

2+ years’ experience managing or directing IT Operations teams
Minimum 5 years’ experience in people management
BS Degree in Technology, Engineering, Management Information Systems or related field; or equivalent experience
Experience running a high-transactional, 24x7 production environment in both on-prem and cloud environments.
Support/Defect Tracking tools
Strong understanding of Microsoft and open stack systems, networking and the operational rigor required
Strong familiarity with security as it applies to software, systems and network operations.
Microsoft O365 Suite
Strong leadership, decision-making, risk management, and problem- solving skills and experience.
Experience in partnering with and leading internal and external technology resources in solving complex business needs.
Proven ability to effectively prioritize and execute tasks in a high-pressure environment
Excellent communication skills and ability to do so with all levels of the organization
Experience with financial budgeting and resource planning

Nice To Haves

Experience in the financial services industry desired preferred
Experience with Jack Henry core banking products such as Episys, Synergy and Synapsys preferred
Experience with industry standards such as ITIL, ITSM, COBIT, or ISO preferred

Responsibilities

Plan, design, document and direct all operational activities and provide technical direction and support that enhance business critical operations.
Research, recommend and implement technology strategies to increase the quality and reliability of business systems, employee productivity, and operational efficiency.
Play an active role on the IT Management team and work with other leaders to drive continuous improvement for the overall group.
Partner directly with the Infrastructure, Development, Payment Solutions and IT Service Desk teams to build an end-to-end support model.
Collaborate with Information Security to embed cybersecurity protocols into core banking and critical systems.
Ensure all business systems meet or exceed all Local, State, and Federal regulatory requirements.
Resolve complex technical issues and oversee root cause analysis across core and integrated platforms.
Partner with business leaders to translate operational challenges into scalable technical solutions while ensuring that system and support SLAs meet or exceed business expectations.
Formulate short and long-term goals and action plans for areas of responsibility.
Track KPIs, identify trends, and lead initiatives to improve service reliability, reduce recurring issues, and enhance user satisfaction. Develop, manage, and report on business system and operational SLAs.
Be proactive with vendor management to ensure their products and services are performing at a high level and meeting SLA’s. Maintain strong working relationships with strategic partners.
Drive the Change Management and Root Cause Analysis processes to ensure stability and continuing improvement in uptime.
Establish and maintain strong working relationships with business unit leads. Ensure system and support SLAs meet or exceed business expectations.
Prioritize the support queue based on business need and member impact.
Provide business analysis and requirements gathering support for end-users
Document any necessary procedure related to the Core Banking application for reference.
Anticipate Core Banking application problems and implement preventive measures.
Investigate and install enhancements and operating procedures that optimize Core Banking application availability.
Actively manage the timely resolution of outstanding defects or issues impacting the business
Investigate user problems, identify root cause, determine possible solutions, test and implement solutions.
Meet regularly with staff to review project/task status and update individual development plans with respect to current and future goals.
Drive a culture of open communication, ownership and accountability.
Maintain Business Continuity documentation for each system and participate as needed in disaster recovery testing exercises.
Recruit, mentor, and motivate a high-performance IT core banking support staff.
Manage the IT Operations teams’ budget and participate in budget planning.
Provide on-call support when necessary.